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Help with British Gas and boiler problem


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Hi my first post on a here, what a great site :)

 

We have been getting hassled for a powerflush for over a year by British Gas. We finally gave in as our boiler was making a whining noise and we were told it was because the pump was struggling due to sludge which was also present in the central heating pipes. It had its annual Homecare service a few months back, and although its 10 years old we were told apart from the sludge its working fine and will last for a quite a few more years.

 

Anyway, the powerflush was done a few weeks ago and we now have water constantly dripping out of the boiler causing huge puddles on the worktop every morning. The engineer came out and said it was caused by the powerflush and the part needed was obsolete so we will have to have a new boiler. He said dont pay for the flush as that's what's caused it

 

After many phone calls to British Gas, they have agreed not to charge us for the flush but that's all we are getting off them. They sent a salesman round but they quoted £2400 for a new one which we just don't have

 

The service manger called today and said the part would have gone eventually - it could have been in 6 months or 6 years but the powerflush didn't cause the damage, the pipe had corrosion and the powerflush probably dislodged whatever was blocking the hole

 

Is it worth going down the small claims route or would the judge say the powerflush payment was generous enough? The boiler was working fine before all this and Im sure it would have gone on for a few more years yet. British Gas have said they have kept to their terms which is to replace parts if available.

 

Thanks, Justine

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Hi jus1971

 

Welcome to the CAG

 

Have you checked that the 'Part' isn't available? Whats the make of the boiler? Whats the part? I'm sure British Gas said the same some years ago, however the part was available.

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well he said he rang gloworm who confirmed they didnt have the part either. The thing is, he says it doesn't have a part number and described it as a copper pipe going to the heat exchanger. But without a number its a bit tricky!

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Hi Jus

 

An alternative is to ring a local Plumber, who can give you a free estimate, also where doesn't charge to have a look. Someone who is familiar with Glow-worm boilers.

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Hi jus

 

Everything you need to identify the Part, the diagram with description, cross reference with the parts list at the bottom.

 

http://www.glow-worm.co.uk/stepone/data/downloads_sd/50/00/00/compact100e.pdf

 

Then type in the post code http://www.glow-worm.co.uk/spares/

 

Ring up the nearest stockist to you. If it available give British Gas a ring, get them to sort it out and also compensate you.

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Hi Jus

 

There was a similar situation a short while ago wit another CAGer who thought that BG had broken their boiler whilst carrying out work. The outcome of that was that BG paid for their replacement boiler, but only after it was taken to the highest level.

 

What I would suggest, just as I did in this circumstance, is that you write a letter of complaint to Helen Emms, the Head of Customer Relations. Detail that BG carried out work to improve your system, but instead have caused you to need a new boiler. Say you are unhappy with the Service Manager's resolution and you would like to escalate the situation to the Customer Operations Manager.

 

The address to contact Helen Emms at is:

 

Lakeside

30 The Causeway

Staines

Middlesex

TW18 3BY

 

Mr H

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Hi Jus

 

There was a similar situation a short while ago wit another CAGer who thought that BG had broken their boiler whilst carrying out work. The outcome of that was that BG paid for their replacement boiler, but only after it was taken to the highest level.

 

What I would suggest, just as I did in this circumstance, is that you write a letter of complaint to Helen Emms, the Head of Customer Relations. Detail that BG carried out work to improve your system, but instead have caused you to need a new boiler. Say you are unhappy with the Service Manager's resolution and you would like to escalate the situation to the Customer Operations Manager.

 

The address to contact Helen Emms at is:

 

Lakeside

30 The Causeway

Staines

Middlesex

TW18 3BY

 

Mr H

 

Thank you for that address. I have used a template from Consumer Direct and will send to this lady. We have given up on the spare part as it seems it is definitely not available from glow worn. We have now had to arrange for a new boiler to be fitted for £1800

 

Thanks again :)

 

Justine

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  • 8 months later...

Hi

Welcome to The Consumer Action Group.

 

 

I am just letting you know that as you haven't had any replies to your post yet, it might be better if you post your message again in an appropriate sub-forum. You will get lots of help there.

 

Also take some time to read around the forum and get used to the layout. It is a big forum and takes a lot of getting used to.

 

 

Once you start to find your way, you will soon realise that it is fairly easy to get round and to get the help you need.

 

It can be bit confusing at first.

Please be advised that my time will be limited for the next few weeks.Thanks for your understanding.

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